The other night on my audit shift a guest approached me and said they were unhappy with their room because the toilet would not flush (keep this in mind - this is the only issue with the room) At this point he also told me to warn the morning shift because he was going to give them hell. (his words)
I apologized and he asked if they could move into an upgraded room - because we all know that bad toilet means better room. We were not even close to being sold out so I said no problem. He immediately asked if we had a jacuzzi room. (red flags going off by now) It was booked so I gave him one of our other suites.
A few minutes later he came back very irate. The key to his old room stopped working. He immediately launched into a swear word laced tirade about how this was not right and all he wanted to do was get his stuff out of his gosh darn (cleaned up version) room.
I snagged our special keys that enabled us to bypass battery drained locks and went with him to his old room. The entire time we were walking to the room he was swearing and complaining. Basically he told me he did not expect to pay for his room. I told him that so far nothing he had experienced warrented a free room. We got to the room and I got him into the room in less than a minute. At this point I politely asked him to keep his tirade down because we had truckers and construction crewmembers that were trying to sleep. He went off on me some more. When I got up to leave he started in on me again. I did not know what he expected at this time. He had a better room and I got him into the old room post haste.
I warned my morning relief person. The next night I came in and in our log book was a long note from her pretty much stating he was a jerk to her. He demanded a late checkout because of (everything) that had gone wrong the night before. (really?) He later came to the desk to checkout and flung the key at her and said we had better not charge his credit card because he was going to dispute the charge with his bank. We charged him anyway!!!!!
I apologized and he asked if they could move into an upgraded room - because we all know that bad toilet means better room. We were not even close to being sold out so I said no problem. He immediately asked if we had a jacuzzi room. (red flags going off by now) It was booked so I gave him one of our other suites.
A few minutes later he came back very irate. The key to his old room stopped working. He immediately launched into a swear word laced tirade about how this was not right and all he wanted to do was get his stuff out of his gosh darn (cleaned up version) room.
I snagged our special keys that enabled us to bypass battery drained locks and went with him to his old room. The entire time we were walking to the room he was swearing and complaining. Basically he told me he did not expect to pay for his room. I told him that so far nothing he had experienced warrented a free room. We got to the room and I got him into the room in less than a minute. At this point I politely asked him to keep his tirade down because we had truckers and construction crewmembers that were trying to sleep. He went off on me some more. When I got up to leave he started in on me again. I did not know what he expected at this time. He had a better room and I got him into the old room post haste.
I warned my morning relief person. The next night I came in and in our log book was a long note from her pretty much stating he was a jerk to her. He demanded a late checkout because of (everything) that had gone wrong the night before. (really?) He later came to the desk to checkout and flung the key at her and said we had better not charge his credit card because he was going to dispute the charge with his bank. We charged him anyway!!!!!
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